Advanced Specialist, MXO Merchant Sentiment

About the Team

Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and new vertical partner. We guide merchants from onboarding through their ongoing operations, making it simple to join, run, and succeed on Door Dash. Our team removes friction, resolves issues with speed and precision, and equips merchants with tools that help them operate with confidence. We set the standard for a world-class experience by delivering clarity, consistent quality, and support that merchants can trust at every step.

We’re looking for a Merchant Sentiment Specialist (MSS) to support Door Dash’s highest-value merchant partners through personalized, relationship-driven service. This role serves as a trusted point of contact for complex or sensitive issues that meaningfully impact merchant sentiment.

You’ll take a thoughtful, human-centered approach to each interaction—owning concerns from start to finish, partnering across teams when needed, and helping merchants feel confident in their partnership with Door Dash. You’ll bring curiosity, empathy, and sound judgment to situations that may not always have a clear process.

This role is part of a growing and evolving premium support program, offering opportunities to help shape new tools, workflows, and best practices.

• Serve as a consistent point of contact for assigned merchants, helping them feel supported and confident in their partnership with Door Dash.
• Build trust through clear communication, anticipation of needs, and dependable follow-through.
• Offer personalized guidance when situations require flexibility beyond standard procedures.
• Use phone, Zoom, email, and other tools comfortably to communicate in whatever way best supports the merchant.
• Independently guide merchant issues to resolution while collaborating thoughtfully with cross-functional partners.
• Approach challenges with curiosity, patience, and strong judgment, helping merchants feel heard and cared for.
• Balance timely support with accurate, empathetic, high-quality problem-solving.
• Maintain professionalism and discretion when navigating sensitive or high-impact situations.
• Apply creativity while honoring policy, data privacy, and compliance expectations.
• Partner closely with Sales, Account Owners, Operations, and other teams to provide coordinated, seamless support.
• Navigate internal systems confidently and document interactions clearly to ensure continuity and quality.
• Communicate updates in a way that brings clarity and fosters alignment across teams.
• Stay adaptable as tools, processes, and metrics evolve, and engage fully in onboarding and ongoing training.
• Participate in pilots for new workflows or technologies and offer constructive feedback.
• Contribute to a positive team culture through idea-sharing, collaboration, and continuous improvement.
• Work a schedule aligned with core merchant business hours, with some flexibility to accommodate partners across time zones.

• You take pride in following through and ensuring merchants feel supported from start to finish.
• You’re comfortable adapting when processes evolve or when information is limited.
• You build rapport naturally and bring a cooperative mindset to internal and external conversations.
• You are energized by new challenges, evolving priorities, and opportunities to experiment.
• A strong commitment to delivering high-quality work as an individual contributor within your team.
• Communicate comfortably across phone, Zoom, email, and other modalities, choosing the approach that feels most supportive for each interaction.
• Effective problem-solving skills, capable of addressing complex challenges or escalations.
• Strong communication skills, allowing you to actively contribute to team initiatives by sharing feedback and ideas.
• Willingness to participate in projects related to process improvements and fostering a positive team culture.

• Opportunity to play a crucial role in supporting one of our teams and contributing to their success.
• Exposure to complex technical challenges and the chance to contribute innovative…